Jet4bet Casino - Player’s winnings are delayed due to verification.

I would like to submit the complaint about this casino. My account has been verified about 4 weeks ago, I have received Email confirming my withdrawal was fully verified. I have won $17000 AUD and my first 2 withdrawals were OK. My third withdrawal has been cancelled, as they request more bank statement. I have provided them and waited for a few more days, then they were requesting more information. They were asking for a photo that I need hold my ID in front of my house with the house number on it and the payslips from my work of last 3 months to prove my income source. They have also sent me the questionnaire for further KYC which has been answered and replied back to the casino. Now I have been waiting for more than 2 weeks, still did not hear back from them about the KYC process. They just keep refuse to pay the winnings and keep asking me to wait. It is very unreasonable and unfair.

Dear Henryhe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jet4bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Are only withdrawal attempts blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi team, I am happy to give you some further update about my complaint. Just 1 day after lodging the complaint, I noticed that my further KYC is finished and I have received my third instalment payment today. As I still have outstanding winnings on my account and it will take me a few weeks to finish the withdrawal, I’ll see how they go in the next couple of weeks. Hopefully, there’s no more dramas. Thank you for your helps anyway!

Dear Henryhe,

Thank you very much for the update. We will keep this complaint open until you confirm that your following withdrawals have been successful. Please keep me informed about any further developments.

Dear Henryhe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.